ITSM: Customer Portal / View Changes [SOLVED]

[nbacon]

Hello,

I am attempting to activate the ability for customers to view the changes they are involved in. I have activated Config Settings in ITSM Change Management -> Frontend::Customer::ModuleRegistration with RO permissions to the itsm-change group and turned OFF ITSMChange::Frontend::CustomerITSMChangeSchedule###ShowOnlyChangesWithAllowedServices in ITSM Change Management -> Frontend::Customer::ViewChangeScheduleOverview....hoping that all changes would show as we do not use services at this time. Unfortunately, I cannot get any Changes to show in the list. Only the "Change Schedule" header shows.

reference: viewtopic.php?f=53&t=12116

Any ideas on how I can get this to work? We'd like for our employees to be able to check the portal to see the overall status of the "Change Request".

Thanks,

Nick

[nbacon]

I realized that the default group for customers is actually "users", so I gave read-only permissions to that group in Frontend::Customer::ModuleRegistration as well and the changes still aren't showing.

[nbacon]

I realized on the way to work, that the change I was testing this with, wasn't in a "state" that was defined as viewable in the module, so I added it (requested) in ITSM Change Management -> Frontend::Customer::ViewChangeScheduleOverview and now I can at least see the headers in the customer portal. I still don't see the actual change. It's got to be permissions.

[nbacon]

Ok, so it appears that it's related to this setting:

ITSMChange::Frontend::CustomerITSMChangeSchedule###ShowOnlyChangesWithAllowedServices
Default value: Yes
Defines that only changes containing Workorders linked with services, which the customer user has permission to use will be shown. Any other changes will not be displayed.

If I change the value to NO, I would expect all changes to show up for the group that I've defined, but that's not the case. It seems that I need to link a service to get this to work, whether the value is YES or NO. The end result that I am looking for here is for all customers to be able to log in and view the status of changes from the customer portal. Can this be done?

Thanks again,

Nick

[nbacon]

To resolve this, I created a default service and attached it to each change template. That way, all changes can be viewed in the customer portal and if we don't want them to be viewed, we can remove the service.